Lead Medical Support Assistant - Clinical Contact Center

Veterans Health Administration • New Orleans, LA

13d • Hybrid

About The Position

The Lead Medical Support Assistant works in the Medical Administration Service at a VISN Clinical Contact Center (CCC) of the Southeast Louisiana Veterans Health Care System in New Orleans, Louisiana. As part of an interprofessional healthcare team, the Lead MSA coordinates Advanced MSA assignments and workflow, supporting multiple clinics, specialties, ancillary services, and community resources. The position spends at least 25% of its time performing lead duties and helps ensure Veterans and caregivers receive timely access to care through available contact methods, including telephone, secure messaging, chat, text messaging, and video.

The Lead MSA organizes and monitors staff work, ensures coverage and accurate appointment scheduling, evaluates training records, identifies staff training needs, and provides guidance, orientation, and on-the-job training. The role uses administrative judgment and knowledge of clinical flow processes to support efficient scheduling and clinic readiness, route symptomatic concerns to clinicians or the appropriate discipline, resolve day-to-day workplace issues, and provide high-quality customer service to Veterans and their families or caregivers. The position uses software, hardware, data portals, computerized interfaces, and telecommunications systems to support unit operations and manage contacts.

The position is typically scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m.; the schedule may change according to facility needs. Telework is available, but this is not a virtual position. Work is performed in an office or clinic setting. The full performance level is GS-07.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to GS-06, or qualifying GS-06 Lead MSA experience with at least 25% of time spent performing lead duties.
• Advanced knowledge of medical terminology and clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
• Skill communicating with individuals to obtain desired outcomes and coordinating with interdisciplinary care team staff.
• Ability to use advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks and responsibilities to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, and adjust work to meet team and patient needs, including following up on pending issues and understanding the impact of incomplete work across clinics.
• Successful completion of required application steps, including an online assessment.
• Satisfactory background/security investigation and pre-employment physical evaluation.
• Participation in the seasonal influenza vaccination program.
• Completion of the required online onboarding process and pre-employment identification requirements.
• Agreement to serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Coordinate Medical Support Assistant workflow in an interprofessional coordinated care delivery model.
• Assess daily workload, assign and distribute work, monitor assignments, and ensure adequate staffing coverage across assigned areas.
• Provide input on staff performance, review training records, determine training needs, and ensure training requirements are met.
• Resolve daily workplace issues and maintain efficient workflows related to access to care across clinics, specialties, and community resources.
• Collaborate with VISN programs, services, and interprofessional care team members to provide access to care through available contact modalities.
• Ensure accurate and timely appointment scheduling and monitor clinic schedules to support Veteran flow and clinic readiness.
• Provide staff guidance on policies and procedures; orient and provide on-the-job training to new and current employees.
• Create and maintain employee work schedules and organize the work structure of assigned areas.
• Act as a liaison among MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
• Use knowledge of healthcare processes and clinical flow to support efficient, prioritized Veteran appointment scheduling.
• Use administrative judgment to escalate symptomatic concerns to clinicians or direct contacts to the appropriate CCC or departmental discipline.
• Use software, hardware, data portals, computerized interfaces, and telecommunications systems to capture and transfer information and support unit operations.
• Receive and respond to incoming and outgoing contacts through available contact modalities.
• Provide Veterans and their families or caregivers with accurate information about VA services and high-quality customer service.
• Assist with complex and non-standard procedures involving access to care across clinics, specialties, and community resources.

Benefits

• Federal employee benefits package; specific benefits depend on position eligibility.
• Potential credit toward annual leave accrual for prior federal work or military service, subject to request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED